I didn't have any contact with customer service, so this rating should not reflect that anyone was less than helpful or anything. It's just that the description at the time of purchase said the "lens" (which I'd never heard this term before) as protective from uv rays, etc., and I just assumed it was glass. The current description, since I purchased it, NOW says acrylic, and shatter-resistant. Had it said even just "shatter-resistant," I would have realized it was not glass. I guess I was looking for a good place to buy ready-made frames since Aaron Bros. went out of business. I'm an artist and I tend to be economical by buying ready-made frames rather than custom frames if I can help it.